program support specialist resume example with 17+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Experienced customer service and administrative expert knowledgeable about documentation requirements, research strategies and payment management. Offering excellent planning and problem-solving skills built over 20+ years in related roles.

  • Quality controls
  • File retrieval
  • Recordkeeping requirements
  • Excel proficiency
  • Professional and mature
  • Proper phone etiquette
  • Social media knowledge
Education and Training
South Aiken High School Aiken, SC Expected in 1996 High School Diploma : - GPA :
Department Of Justice - Program Support Specialist
El Reno, OK, 10/2019 - Current
  • Updated spreadsheets, wrote reports and created documents for customer information or permanent records.
  • Submitted payments, processed refunds and updated details in customer accounts.
  • Delivered optimal administrative, customer service and case management support through tracking participants accounts and assisting with several different transactions.
  • Prepared and updated office records, spreadsheets and presentations to support executive needs and enhance office efficiency.
  • Researched topics of interest and culled gathered information to produce concise reports.
  • Completed timely investigations into issues and resolved or escalated customer concerns.
  • Reviewed account details to check eligibility and compliance with program requirements.
  • Answered face-to-face, telephone and email requests for support and program information.
  • Opened, sorted and responded to routine correspondence on behalf of business leaders to facilitate communication and streamline processes.
  • Wrote and distributed executive meeting agendas and minutes to department heads and executive team members.
Realtor.Com - Customer Service Representative
Santa, ID, 01/2007 - 10/2019
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Set up and activated customer accounts.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Worked with managers to develop service improvement initiatives.
  • Documented conversations with customers to track requests, problems and solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Reviewed account and service histories to identify trends and issues.
  • Educated customers on special pricing opportunities and company offerings.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Assisted approximately 50 or more customers each day with billing and account questions.
  • Answered customer questions and addressed concerns, resulting in 95% reduction in complaint calls.
Goody’s Family Clothing - Key Carrier/Department Head
City, STATE, 01/2004 - 01/2007
  • Compiled weekly monetary reports and records for store managers.
  • Monitored incoming customer traffic to determine appropriate staffing.
  • Supervised teams of up to 25 employees and provided leadership and guidance to boost productivity, customer service levels and sales success.
  • Completed administrative duties, including opening and closing reports and bank deposits, each day to keep back-office functions current and accurate.
  • Maintained inventory accuracy by accurately counting stock-on-hand and reconciling discrepancies.
  • Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
  • Planned and updated work schedules for optimal coverage of expected business needs.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Monitored department for signs of theft by customers or employees and implemented corrective actions to prevent recurrence.
  • Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.
  • Provided assistance with purchases, locating items and signing up for rewards programs.
  • Helped customers find specific products, answering questions and offering advice.
  • Processed returned items in accordance with store policy.
  • Worked closely with front-end staff to assist customers.
  • Guided and supported department staff members to consistently achieve team and personal goals.
  • Checked inventory system to locate items at other stores, improving sales rates 95%.
Activities and Honors

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Resume Overview

School Attended

  • South Aiken High School

Job Titles Held:

  • Program Support Specialist
  • Customer Service Representative
  • Key Carrier/Department Head


  • High School Diploma

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